Providing the best quality of service is not something that is easy for hospital managers because the services provided by hospitals are related to the quality of life of their patients so that if an error occurs in a medical procedure it can cause severe impacts, disability and even death. . Hospitals as part of the national health system are required to improve the quality of provision of facilities, services and independence. Thus, hospitals are one of the competitive health service actors that must be managed by actors who have an entrepreneurial spirit who are able to create efficiency, superior quality and service, excellence in innovation and excellence in responding to patient needs.

To achieve patient satisfaction requires management commitment which is the most important and vital thing in managing service quality, because this is closely related to achieving service quality. Providing good quality services requires leadership and support as well as top management. Without commitment, without strong leadership and top management, without a willingness to accept the difficulties that may arise in a change, service quality will not occur and contact personnel cannot develop quality. Patients will feel satisfied if there is a similarity between expectations and reality regarding the health services they receive. Health service user satisfaction is closely related to health service outcomes, both medical and non-medical, such as compliance with treatment, understanding of medical information and continuity of service.